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Category: Customer Engagement


Customer Engagement, Customer Experience

Consumers Use Commerce to Show They’re Global Citizens; Here’s How Brands are Responding

May 21, 2024

Via: Retail TouchPoints

“Global citizenship” refers to the social, political and economic actions of “globally minded individuals and communities,” according to the United Nations. While that definition doesn’t sound like it has much to do with commerce, millennial and Gen Z consumers are […]


Customer Engagement, Customer Experience

Is It Time for Phygital Retail To Become Mainstream?

May 16, 2024

Via: RetailWire

In 2022, BrainTrust members discussed the notion of a phygital retail future. Now, over two years later, we take a look at how far this landscape has evolved in regards to digitizing the physical store. The integration of digital and […]


Customer Engagement, Customer Experience

Reebok launches custom AI sneaker experience on Instagram

May 15, 2024

Via: Retail Dive

Reebok Impact marks a collaboration between Reebok and Futureverse coming to fruition. Last December, the two companies announced plans to launch the Reebok Impact virtual experience as part of the shoe brand’s efforts to showcase its products in a new […]


Customer Engagement, Customer Experience

How UrbanStems Leverages AI to Manage Peak-Season Customer Service

May 13, 2024

Via: Retail TouchPoints

What would happen if you smushed an entire holiday season, with all its intensity and high stakes, into a period lasting less than two weeks? And just to make things even more complicated, what if your (perishable) product was a […]


Customer Engagement, Customer Experience

How Can Retailers Capitalize on Consumer Shopping Demographics?

May 10, 2024

Via: RetailWire

Recent research from e-commerce consulting firm 2 Visions delves into consumer shopping habits, revealing intriguing insights into preferences across generations and regions. According to 2 Visions, which surveyed 2,411 Americans between February and April 2024, 72.41% of consumers believe that online shopping […]


Customer Engagement, Customer Experience

The Imperative of Ethical Packaging Practices for Preserving Consumer Trust

April 26, 2024

Via: Retail TouchPoints

In today’s market landscape, ethical, political and environmental considerations increasingly sway consumer purchasing decisions, particularly when it comes to packaging. Studies indicate that consumers are willing to put their money where their mouth is, with products that make environmental, social […]


Customer Engagement, Customer Experience

Universal Standard launches size exchange program

April 22, 2024

Via: Retail Dive

Universal Standard did a soft-pilot of Fit Liberty in 2017 with limited styles. Today, Fit Liberty includes denim, workwear, outerwear, dresses, athleisure and other designs. “While size fluctuation is a normal part of life, we don’t think it should dictate […]


Customer Engagement, Customer Experience

Best Buy to use generative AI for virtual assistant, customer support experiences

April 9, 2024

Via: Retail Dive

Best Buy and Google have previously partnered on different products and services, including advertising, hardware and Google Chrome, the retailer said. Best Buy’s internal staffers will work with Accenture and Google to create, pilot and scale the new generative AI […]


Customer Engagement, Customer Experience

How to Deal with Difficult Customers

April 5, 2024

Via: Lightspeed

Tired of being shouted at? We’d imagine you’ve experienced this once or twice if you’ve had to deal with a difficult customer. They’re enough to leave you feeling worn down and fed up. Whether you’re talking to a customer who […]


Customer Engagement, Customer Experience

Costco Ventures Further into Healthcare with New Weight Loss Service

April 4, 2024

Via: Retail TouchPoints

Costco has expanded its partnership with health care marketplace Sesame to offer weight loss care that includes individual clinical consultations and access to medications, if clinically appropriate and subject to their availability. For $179, Costco members will receive three months […]


Customer Engagement, Customer Experience

Harnessing the Potential of Returnless Refunds to Improve Profitability and Customer Experience

March 6, 2024

Via: Retail TouchPoints

Retail’s busiest returns period may be in the rearview mirror until next year, but rising ecommerce order volumes have caused returns management to become an aspect of ecommerce and omnichannel business that warrants a dedicated year-round strategy. Returns are a […]


Customer Engagement, Customer Experience

Bringing Retail Media to Main Street and Beyond: 6 Building Blocks for Success

March 5, 2024

Via: Retail TouchPoints

In the last few years, point of purchase has emerged as a sweet spot for effective marketing. These days, it seems like every major retailer has its own channel for serving ads, and advertisers are seizing this opportunity eagerly, to […]


Customer Engagement, Customer Experience

5 Ways Retailtainment is Reshaping OOH Advertising

February 28, 2024

Via: Retail TouchPoints

Out-of-home (OOH) advertising has played an integral role in the media mix for decades due to its influence and impact. The vast majority (88%) of U.S. adults have noticed an OOH ad within a one-month period and 78% of these […]


Customer Engagement, Customer Experience

Building Loyalty Without Breaking the Bottom Line: the Dual Shipping Dilemma for Ecommerce Merchants

February 21, 2024

Via: Retail TouchPoints

Online shopping is now easier than ever before, enabling consumers to purchase everything from socks to a dining room table from a computer at their home to a mobile phone in an airport terminal. While this is good news for […]


Customer Engagement, Customer Experience

How Optimizing Delivery Improves Customer Loyalty

February 21, 2024

Via: RIS News

With more consumers embracing digital wallets, mobile apps, online ordering, and delivery services, the way businesses drive customer loyalty is shifting. Today’s enterprises emphasize delighting customers by connecting experiences across devices and channels — meeting consumers when and where they […]


Customer Engagement, Customer Experience

How Retailers Can Use AI to Improve Customer Experience and Build Trust

February 16, 2024

Via: Retail TouchPoints

In the U.S., ecommerce spending is estimated to reach $1.7 trillion by 2027 – representing over 20% of overall retail sales. Additionally, global ecommerce spending could surpass $7 trillion as early as 2025. With the sector continuing to experience accelerated […]


Customer Engagement, Customer Experience

7 Retailers With the Highest Customer Satisfaction 2024

January 30, 2024

Via: RIS News

Customer satisfaction in retail is making a comeback. To uncover which companies have the highest customer satisfaction, the American Customer Satisfaction Index (ACSI) interviewed 40,264 customers (chosen at random and contacted via email from January 2023 to December 2023). The […]


Customer Engagement, Customer Experience

2024 Predictions and Trends in B2B Ecommerce: Navigating the Digital Evolution

January 24, 2024

Via: Retail TouchPoints

As 2024 unfolds, the B2B ecommerce sector is undergoing significant transformation driven by technological advancements and shifting buyer behaviors. Despite expectations of a modest economic downturn, this period presents an opportunity for businesses to optimize their operations, improve marketing strategies […]


Customer Engagement, Customer Experience

Dynamic Creative Optimization Decoded: A Masterclass for Retail Success

January 22, 2024

Via: Retail TouchPoints

In the dynamic world of retail, businesses face the ongoing challenges of rising advertising costs alongside a swiftly changing media landscape. In the face of this, the practice of Dynamic Creative Optimization (DCO) can offer a transformative way to navigate […]


Customer Engagement, Customer Experience

Does Personalization Always Improve CX? It Depends on Your Customers

January 16, 2024

Via: Retail TouchPoints

Personalized experiences are one of the foundation stones of great customer experience, according to conventional wisdom. But is that true across the board? Not necessarily. In some cases, personalization that’s too precise can underwhelm customers at best, and drive them […]